IP Security Engineer

Cradlepoint is seeking a highly skilled IP Security Engineer to join our team. This role is responsible for alarm analysis, operation-maintenance, troubleshooting, and Change Request Implementation on various IP nodes, including routers, switches, firewalls, load balancers, and security gateways. You will also be responsible for trouble ticket analysis and resolution of issues raised by customers and L2 Teams. Your expertise in fault management on all routing and switching equipment, coupled with proactive follow-ups with support teams, will be crucial in maintaining our high standards of service availability and customer satisfaction.

What You Will Do: Key Responsibilities

• Actively supervise ITSM Ticket queues to maintain target Mean Time To Resolution (MTTR).
• Apply strong analytical skills, logical thinking, and problem-solving abilities to all assignments.
• Identify the root cause of P0/P1/P2/P3/P4 incidents and other events identified by customers as requiring Root Cause Analysis (RCA), recommending appropriate resolution actions.
• Serve as the first point of contact for support related to any alarm, event, or KPI issues.
• Maintain close collaboration with Field Teams for all field activities (e.g., hardware failures, node unreachable).
• Ensure timely restoration of services and maintain MTTR targets for excellent customer experience and high Service Level Agreement (SLA) adherence.
• Engage proactively to detect possible failures to ensure incident restoration/avoidance, often in collaboration with the Incident Manager or MS Automated Service Function.
• Conduct node health checks and backups, and troubleshoot any identified deviations.
• Share detailed information for Major Incident Reports (MIR) and Change Service Requests (CSR) with respective teams.
• Demonstrate end-to-end network understanding.
• Engage in 3rd Party Provider (3PP)/OEM handling, provide problem management support, perform data analytics, and handle customer governance.

What You Will Bring: Required Qualifications

• IP Firewall expertise on Cisco FTD + Firepower + ASA is mandatory.
• Good knowledge in IP Networking Protocols like OSPF, ISIS, BGP, BGP-LU, MPLS, Inter-AS, LDP, RSVP, TE, L2VPN, L3VPN, BFD, and Segment Routing.
• Understanding of Switching protocols including VLAN, STP, RSTP, MSTP, VRRP, HSRP.
• Proficiency in IP Security protocols such as IPSEC, GRE, VPN, and CGNat.
• Familiarity with CISCO architectures including Spine-leaf Architecture, Border-Leaf Architecture, and VX-LAN.
• Telecom knowledge (2G, 3G, 4G, 5G Service Flow & Interfaces).
• Product/Vendor knowledge on CISCO (mandatory) & Ericsson is preferable.
• Good Communication & troubleshooting skills.
• Relevant experience in the IP Domain.